Support

Customers expect support for products they buy. Besides that simple fact, nothing is obvious or given about customer service. In Support we cover the best ways to improve the customer experience and make sure your customers come back for more.

The Empathy Economy: Marrying AI and Customer Service

Theodore Roosevelt was ahead of his time when he said, “The most important single ingredient in the formula of success is knowing how to get along with people.” Of course, Roosevelt couldn’t have predicted the rise of artificial intelligence (AI) and the advent of the very recent... read more

9 minutes
Mar 3, 2020

How to Make Data-Driven Employee Training Decisions

Employee training can bring you countless benefits, some obvious and some welcome, yet surprising, side-effects. However, not all employee training programs bring the desired results. You could be using the best knowledge management software and still not get what you expected... read more

8 minutes
Dec 20, 2019

Customer Service Automation with a Human Touch

Can you feel it, coming in the air tonight? It's a big holiday season for retail. Bigger than 80's hair. We hacked the mainframe and found the secret data – this could be The Trillion Dollar Season. Join LiveChat for a week of articles and videos dedicated to Black Friday and... read more

Alicja Pawliczak
5 minutes
Nov 22, 2019

How to Reply to Negative Reviews: A Short Guide for Business Owners

Everyone has an opinion. Thanks to the Internet, everyone can share what they think in an open forum. Yelp, Google Reviews, Houzz, and more serve as the review platforms for customers of restaurants, auto shops, and home services. Transparency might be intimidating for small and... read more

Drew Page
9 minutes
Aug 14, 2019

9 Mistakes You’re Making in Your Live Chat Support (and How to Correct Them)

Live chat is a great way of increasing customer engagement and boosting website conversions. When used well, it can enable you to offer excellent customer support, save yourself time and money, and increase your bottom line. That said, many businesses are routinely making the... read more

Aaron Agius
10 minutes
Jun 3, 2019

Why People Go Public with Their Customer Service Nightmares

Most of us can’t get enough of positive customer service stories, but we can surely learn way more from customers that leave us with fanfare. We all know that bad experiences - especially in a public setting - travel like wildfire, while great experiences take the slow but sure,... read more

Vitaliy Verbenko
8 minutes
May 7, 2019

Social Listening: How Can It Be Effective In Customer Service?

Does social media or the conversations happening around ever sleep? Guess not! According to the New York Times, we spend more than fifty minutes per day on average scrolling through news feeds, chatting with loved ones, posting pictures, liking, commenting and sharing them. Do... read more

Vikash Kumar Chaudhary
7 minutes
Mar 6, 2019

Why Your Customers Hate Phone Calls and What Channels to Use Instead

To make their customer service instantly accessible and improve its quality, companies hire more service agents for their call centers and create 24/7 hotlines. However, the recent survey shows that 59% of consumers refrain from calling as long as it’s possible. Let’s consider... read more

Denis Zhinko
6 minutes
Mar 1, 2019

Are You Guilty of These Customer Service Fails?

A happy customer is the beginning of a positive chain reaction leading to better sales, strong word of mouth and hopefully, recurring revenues. Indeed, cumulative data from over a decade shows that companies that are customer experience leaders outperform those that are CX... read more

8 minutes
Feb 15, 2019

Deadly Traps to Avoid in Building a Customer Service Chatbot

This is the story of our team making the chatbot trend great again. Naaah, I'm just kidding! Or do I? An interesting thing is that if you take a look at Google Trends to see when the phrase “chatbot” was trending, you will quickly notice that the interest started to grow in 2016... read more

Justyna Polaczyk
9 minutes
Jan 18, 2019

How to Use Videos for Effective Customer Support

Video marketing has simplified communication between companies and customers. The flexibility it provides makes video a powerful yet profitable digital marketing tool. Even the support executives today actively use video feature in their daily routine. It allows them to instruct... read more

Koushik Marka
6 minutes
Dec 31, 2018

This Is How You Save On Customer Support

The last decade has been defined by the customer becoming the center of nearly every business initiative. From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled... read more

7 minutes
Nov 16, 2018